One Visit - Service Excellence

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

• Select date

  Date

• Purpose of visit

  Select Customer Experience Reward & Recognition Safety Performance Engagement Coaching Development Communication Addressing Issues

  • Customer Experience
  • Reward & Recognition
  • Safety
  • Performance
  • Engagement
  • Coaching
  • Development
  • Communication
  • Addressing Issues

• Purpose of visit

  Select Customer Experience Reward & Recognition Safety Performance Engagement Coaching Development Communication Addressing Issues

  • Customer Experience
  • Reward & Recognition
  • Safety
  • Performance
  • Engagement
  • Coaching
  • Development
  • Communication
  • Addressing Issues

HomeSafe & DriveSafe

• Driving behaviours

  Safe

  At Risk

  N/A

• Notes: Review of telematics report/ conceptual speeding.

• Effective Hazard Analysis/ Risk Assessment carried out throughout the visit?

  Safe

  At Risk

  N/A

• Notes: could the engineer explain hazards identified and actions taken.

• Correct use of all equipment during the visit?

  Safe

  At Risk

  N/A

• Notes: Could the work environment have been made safer?

• Overall Safety behaviour during visit?

  Safe

  At Risk

  N/A

• Notes: open to sharing details of hazards, talked positively about safety, comfortable throughout visit?

Service Excellence

• Provided demo on apps for all customers?

  Yes

  No

  N/A

• Notes: has the engineer shown the customer something new?

• On demand set up and demonstrated for all customers?

  Yes

  No

  N/A

• Notes: Wired/ Wireless bridge used? Process followed for activation?

• Broadband checked for all customers?

  Yes

  No

  N/A

• Notes: Set up checked to optimise speed.

• Courtesy call offered for all customers?

  Yes

  No

  N/A

• Notes: Tailored to customer requirements?

• Tailored customer demonstrations?

  Yes

  No

  N/A

• Notes: Level of detail/ interactive/ engaged?

• Customer feedback- What's great for the customer and what's not?

Quality

• Photos of job

  Media

• Was job carried out to a level of excellence<br>

  Yes

  No

  N/A

• Notes: Customer walk through/ Dish location suitable/ cables clipped to standard/ holes sealed/ damage avoidance?

People

• Coaching interventions required?

  Yes

  No

  N/A

• Notes

• Verification, what actions and timescales have been set?

• Performance interventions required?

  Yes

  No

  N/A

• Notes

• Health & Wellbeing interventions required?

  Yes

  No

  N/A

• Notes or actions

Engineer feedback/ discussion notes/ Support

• Review of Business topics?

  Yes

  No

  N/A

• Notes: Team Time attendance/ Today@Sky Briefs?

• Specific engineer requests/ requirements?

  Yes

  No

  N/A

• Notes: What's hot for the engineer and what's not?

• Record of Discussion

Closing visit

• Select date

  Date

• Team Manager

  Sign

• Employee

  Sign

• Review date & Actions